Role Description
The Incident Manager oversees the end-to-end management of all major IT incidents. Leveraging technology, they issue communications and provide timely updates to key stakeholders and management.
Role Objectives
* Contact support groups and coordinate resources during a major incident.
* Manage major incidents from beginning to end, including providing intermittent updates until closure.
* Work with key stakeholders to publish a Post-incident report, including a chronology of steps taken to research and resolve the incident, business impact, probable root cause, and preventative actions.
* Learn, apply, and retain a large volume of information.
* Work under pressure while ensuring a high standard of work (documentation, interaction with many different levels).
* Work flexible hours as described in the job scope.
* Collaborate with the Problem Manager to ensure underlying causal factors have been identified and preventative measures have been documented before updating and closing out major incidents.
* Perform trend analysis on recurring incidents and establish an action plan with technical stakeholders to implement permanent resolutions.
Critical Job Knowledge and Core Competencies/Skills
* Plan and coordinate activities required to perform, monitor, escalate, and report on major incidents.
* Communicate with the Service Owner and relevant stakeholders throughout the major incident.
* Facilitate Incident reviews to ensure a complete incident summary with resolution, business impact, outage times, and root cause.
* Closure of all resolved major incidents.
* Improve IT service quality by identifying recurring incidents and working with respective teams to implement preventative measures.
* Establish continuous process improvement cycles to review and enhance process performance, activities, roles, responsibilities, policies, procedures, and supporting technology.
* Collaborate with the Problem Manager to implement preventative measures.
* Analyzing technical data and working in a fast-paced environment.
* Expert communication skills to communicate technical information to non-technical users.
Qualifications and Skills
* 2 to 5 years of specialized experience.
* 3-5 years of experience working in IT Incident/Service Management or similar role.
* BA/BS degree is required; MA/MS/MBA preferred.
* ITIL Certification is preferred.
* Prior experience with ServiceNow is preferred.